Discover more in our FAQ's
Have a question or comment? Our team are here to help! Whether you need advice on which lamp to go for, a question about lightbulbs or need help with your order, find some common questions below or reach out to our team here.
Order FAQ's
How do I know when I will receive my order?
How do I know when I will receive my order?
Each item has an estimated lead time, please refer to the longest lead time shown on your order confirmation. This will be the expected timeframe for your full order.
If you've chosen delivery, we'll notify you as soon as your order has been dispatched, along with tracking details, so you know when to expect your order.
If you've selected in-store collection, we’ll contact you as soon as your order is ready (in line with the longest lead time on your order). Please wait for our notification before travelling to the store.
Pre-order items will be dispatched or ready for collection once the return to stock, in line with the lead times shown on the product page. We'll be in touch as soon as they arrive.
I'm moving house - can I update my delivery address?
I'm moving house - can I update my delivery address?
Yes - you can change your delivery address before the item is despatched by replying to your order confirmation email or contacting our team here.
If the item has already left our warehouse and you have received tracking information, you may need to change this with the courier directly via your tracking link.
Do you have this item in stock - I need it asap.
Do you have this item in stock - I need it asap.
You can view the expected lead time on each product page. From time to time we have extra stock in our showrooms so reach out to us and our team will check.
Most of our products can be shipped with DPD on a next day service, shipping on Mondays, Wednesdays & Fridays.
Can you price match?
Can you price match?
At Cotterell & Co we offer our fantastic range products at the best possible price. In the unlikely event that you find an identical product for less elsewhere we will do our best to match it.
If you do find a cheaper price, contact us with the full details, including a product link.
Do you have more photos, I would like to see a close up of the finish?
Do you have more photos, I would like to see a close up of the finish?
Our showrooms have lots of items on display - if you can visit us you can these in person.
If not, ask a question on the product page and one of our team will get back to you with extra photos of the product or something in the same finish.
My order is showing as delivered but I haven't received it.
My order is showing as delivered but I haven't received it.
Check your tracking text or email to see if the courier left it with a neighbour or in a safe place (there should be a photo attached!)
If you still can't locate it, please contact us on 0141 429 5648.
I am outside of the UK, can you deliver to me?
I am outside of the UK, can you deliver to me?
We currently only deliver within the UK & Northern Ireland.
I've received my order but I've changed my mind, can I return it?
I've received my order but I've changed my mind, can I return it?
Yes - you can. Our returns policy can be found here.
If the item is faulty, please contact us first.
Product FAQ's
Do you have this item in stock - I need it asap.
Do you have this item in stock - I need it asap.
You can view the expected lead time on each product page. From time to time we have extra stock in our showrooms so reach out to us and our team will check.
Most of our products can be shipped with DPD on a next day service, shipping on Mondays, Wednesdays & Fridays.
Can you price match?
Can you price match?
At Cotterell & Co we offer our fantastic range products at the best possible price. In the unlikely event that you find an identical product for less elsewhere we will do our best to match it.
If you do find a cheaper price, contact us with the full details, including a product link.
Do you have more photos, I would like to see a close up of the finish?
Do you have more photos, I would like to see a close up of the finish?
Our showrooms have lots of items on display - if you can visit us you can these in person.
If not, ask a question on the product page and one of our team will get back to you with extra photos of the product or something in the same finish.
Does this come in other sizes or colours or with complimentary products?
Does this come in other sizes or colours or with complimentary products?
We don't always have every colour or size available online. You can try searching the product name first to see any further options.
If not, ask a question on the product page and our team will get right back to you.
Can this be made shorter or longer to suit my room?
Can this be made shorter or longer to suit my room?
Yes - most fittings come with an adjustable drop. You can view the minimum and maximum overall height on each product page under 'Dimensions'.
Any item that is marked as bespoke is made to order and can often be changed when we place the order with the workshop - please contact us for more information.
What do I do if my product develops a fault?
What do I do if my product develops a fault?
Please email us at hello@cotterellandco.com before returning the item.
We will endeavour to do everything possible to ensure that we resolve faults to your satisfaction.
Shade FAQ's
Can you send out swatches?
Can you send out swatches?
Yes! On each product page, you can ask a question - send us an email from there and we can arrange a swatch.
Alternatively, you can contact our team here to request swatches.
How big a shade do I need for my room?
How big a shade do I need for my room?
There is no set rule on how big a lampshade should be.
For a pendant shade we would recommend 45cm and above in a shallow shade. If you have a higher ceiling, a drum may be better suited as they are deeper.
For lamp shades, the diameter of the shade should be wider than the base.
You can bring your lamps in to our stores to try on some sizes if you are unsure or contact us with photos and dimensions and we can advise.
Can you supply replacement shades?
Can you supply replacement shades?
Depending on the style of shade you have, we can usually source a replacement or alternative, or we can direct you to a specialist.
For fabric lampshades, we can make these in many shapes and sizes - contact us with photos and dimensions and we can help.
I like this fabric but I need a different size
I like this fabric but I need a different size
We make all of our lampshades bespoke, right here in the UK. If you've seen one you love on our website but need another size, we can make it happen!
Ask a question on the product page of the fabric you like and our team can confirm cost and lead time.
Can I return my bespoke lampshade?
Can I return my bespoke lampshade?
Our bespoke lampshades are hand made to order, just for you and are therefore outwith our standard returns policy.
